Description

Aon is seeking an Operations & Technical Director to lead Trust Operations for the AICPA portfolio!

This is a hybrid role in Fort Washington, PA


The AICPA Trust Operations group delivers end-to-end operational management across the Trust portfolio, with a clear focus on driving measurable business value through disciplined policy administration, process optimization, and sustainable productivity. This role has full accountability for leading a 30+ colleague Trust Operations function and partners closely with business leaders, product and platform teams, and service partners to define, prioritize, and execute high-impact, value-driven initiatives.

Serving as a strategic connector across clients, carriers, and customers, the Operations & Technical Director ensures strong alignment, operational excellence, and consistent delivery across the portfolio. The role operates in a hybrid model and is based in Aon's Fort Washington, PA office.

Why Aon and This Role Stand Out


Aon differentiates itself through deep expertise and innovative solutions designed specifically for the CPA community. The AICPA Member Insurance Programs enable CPAs to manage risk with confidence-professionally and personally-and this role plays a critical part in ensuring those solutions are delivered at scale and with excellence.

Notably, the AICPA life insurance program is the most widely adopted term life insurance offering in the association and affinity marketplace. Aon's longstanding partnership with AICPA leadership and Prudential enables industry-leading pricing, streamlined enrollment, and consistently strong member experience. This role sits at the center of that success, shaping operational strategy and execution to sustain growth and value for members.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like

In this role, you will be instrumental in enhancing the Trusts' carrier relationship with Prudential for the Life Insurance and Disability products. You will leverage Aon's capabilities to maximize the value of these products for AICPA plan members. Your responsibilities will include managing complex client matters in collaboration with the Legal team. You will also be required to travel for meetings at client offices in New York and North Carolina as needed. Key responsibilities include :

Operational Leadership & Service Delivery

• Lead end-to-end operations across Management, Sales & Service Center, Application Processing, Fulfillment, and related functions to consistently meet client service standards, retention goals, and performance expectations.
• Oversee operational execution of 800-line service, customer service, application processing, and fulfillment, ensuring accuracy, timeliness, and high-quality customer experiences.
• Direct day-to-day operational management across production volume, quality, compliance, issue resolution, and continuous process improvement, integrating internal teams and external partners.
• Establish and manage escalation frameworks to investigate and resolve issues raised by customers, business partners, and the AICPA, ensuring root-cause resolution and sustainable outcomes.
  
  

Client-Facing Leadership & Trust Governance

• Actively represent the AICPA Trust in client-facing, governance, and leadership forums, serving as a key operational voice with senior stakeholders.
• Participate as a core member of the AICPA Trust Strategic Planning Task Force, collaborating with Trust leaders from Aon and Prudential, the Committee Consultant, and the AICPA Liaison to manage Trust operations and strategy.
• Identify, evaluate, and recommend strategic initiatives for Committee consideration, ensuring alignment with Trust objectives and long-term priorities.
• Engage with the AICPA LIDP Committee, providing executive-level updates and reporting on Trust initiatives and performance during quarterly meetings.
• Ensure consistent, transparent communication on key initiatives (e.g., Beneficiary Initiative), reinforcing accountability, progress tracking, and Committee confidence in operational execution.
  
  

Strategy Alignment & Enterprise Enablement

• Align operational initiatives with AICPA Trust and enterprise strategy by identifying opportunities to streamline workflows, enhance efficiency, and deliver measurable business value.
• Leverage operational efficiencies, process improvements, and scaled capabilities to expand services and build new competencies supporting AICPA Trust Operations and AICPA Insurance Programs.
• Provide operational leadership and oversight for Affinity Enterprise initiatives supporting the AICPA Trust, ensuring execution readiness and cross-enterprise coordination.
  
  

Compliance, Security & Risk Management

• Ensure strict adherence to regulatory, compliance, security, and privacy requirements, maintaining controls that safeguard customer information and meet enterprise risk and audit standards.
• Own Business Continuity planning and operational resilience execution for the AICPA Trust, ensuring readiness across onshore and offshore operations.
  
  

Project, Portfolio & Technology Enablement

• Lead project and portfolio execution by translating business and operational needs into technology and process requirements, resolving key pain points, and ensuring disciplined implementation.
• Guide delivery of strategic initiatives aligned with AICPA Strategic Planning Committee priorities and AICPA GenCX leadership objectives.
• Oversee systems monitoring, issue resolution, and continuous optimization of operational platforms and tools.
  
  

Partner & Stakeholder Engagement

• Partner closely with Professional Firms leadership and internal stakeholders to define, implement, and execute divisional goals aligned with business strategy.
• Lead and optimize offshore operations through the Affinity East partnership to drive efficiency, meet service-level agreements, and foster a collaborative onshore-offshore operating model.
• Govern outsourcing partner engagements, ensuring performance accountability and alignment with AICPA Trust objectives.
  
  

Performance Management & Metrics

• Define, track, and report key performance indicators (KPIs), leading indicators, and success metrics to measure operational effectiveness and value realization.
• Use data-driven insights to guide prioritization, resource decisions, and continuous improvement.
  
  

People Leadership & Talent Development

• Translate strategic direction into execution by cascading priorities across teams and ensuring alignment at all organizational levels.
• Lead, mentor, and develop leaders across Project Management, Business Analysis, and Salesforce Administration functions.
• Establish succession plans, set performance and quality standards, and allocate resources effectively in response to organizational change.

Skills and experience that will lead to success:

• Fifteen or more years of experience in financial services and/or the insurance industry, with at least ten years in senior management roles leading service centers, sales initiatives, and complex operational functions.
• Proven expertise in process design, vendor and shared-services management, performance benchmarking, and product and portfolio oversight, with a strong emphasis on value realization and measurable business outcomes.
• Demonstrated ability to lead large operational teams against Client Service Agreements and divisional performance goals while driving continuous improvement.
• Strong customer-centric mindset, with a deep understanding of client experience strategies and service excellence.
• Highly analytical and data-driven, with the ability to assess performance trends, generate insights, and inform decision-making.
• Exceptional leadership, problem-solving, and decision-making capabilities in dynamic, fast-paced environments.
• Proven ability to independently manage and prioritize multiple initiatives and projects simultaneously, providing effective operational oversight.
• Excellent interpersonal, relationship management, negotiation, and influencing skills, including the ability to collaborate across Affinity Insurance Services, Aon, and the AICPA Insurance Trust.
• Outstanding verbal and written communication skills, with the executive presence to engage both internal and external stakeholders.
• Passion for delivering exceptional customer outcomes and sustained operational excellence.
• Life and Health Producer Licensure required; Property and Casualty Producer Licensure preferred.

Education

• Bachelor's degree in business or a related field. MBA or advanced degree is a plus
• CPA qualification highly preferred

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:
The salary range for this position (intended for U.S. applicants) is $150,000 to $190,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any [bonus] [production incentives] varies and is subject to the terms and conditions of the applicable incentive plan.

A summary of all the benefits offered for this position:

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance p rogram that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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